JABRA HELPS AMAZON CHINA DELIVER A 24-HOUR SERVICE HOTLINE

Amazon China runs a leading operations network that is widely recognized in the industry. The
company provides a 24-hour hotline service throughout the year. Owing to their comfort, clear
sound quality, excellent durability and cost effectiveness, Jabra Biz 1900 has proven to be a
popular choice with Amazon China’s call agents.

“We offer a 24-hour hotline service throughout
the year. Our call agents are continuously on
the phone so it is important that the headset is
comfortable to wear”

- Huang Rui, IT Supervisor of Amazon China

SITUATION

Amazon China is highly customer-centric and determined
to provide the best online shopping experience to its customers.
Products span books, videos, consumer goods,
electronics and cloud services. Amazon China is committed
to providing a 24-hour hotline service, which means its
teams of call agents are on the phone round-the-clock. So
for these professionals, a headset that is comfortable and
features clear sound quality and excellent durability, is an
indispensable tool when communicating with customers
all day long.

“We offer a 24-hour hotline service throughout the year.
Our call agents are continuously on the phone so it is important
that the headset is comfortable to wear,” said
Huang Rui, IT Supervisor of Amazon China: “The call center
can also get very loud at times, making a headset solution
featuring clear sound quality in a noisy environment a necessity.”

SOLUTIONS

For Amazon China’s call agents, the comfort and audio
quality of the headsets they wear is paramount as they are
receiving calls all day. The Jabra Biz 1900 headsets are designed
to meet the requirements of their users. As such,
they have a lightweight design with leather ear cushions -
features aimed to ensure all day comfort.

Besides headsets, Jabra also provides product training for
call agents, which is essential in helping them use the
products properly and reduce the likelihood of accidental
damage to headsets.

At present, more than 1100 employees in call centers of
Amazon China in Chengdu and Tianjin are using Jabra Biz1900 Series headsets. Call centers in Amazon Europe are
already using them. Thanks to the positive feedback from
employees, Amazon China is also considering adopting the
Jabra Lync Speakerphone System for conferencing.

BENEFITS

Jabra Biz 1900 Series headsets have a lightweight design,
with leather ear cushions that take into consideration the
practical concerns of call agents who are on the phone all
day. It has been an important factor in enabling call agents
to provide a consistently reliable 24-hour hotline service all
year round. The 1900 series features microphones with
noise-canceling technology, which ensures clear sound
quality even in a noisy work space. The design of the Jabra
BIZ 1900 series completely meets the requirements of Amazon
China in terms of durability. Jabra products have an
average lifecycle of three to four years, which helps companies
significantly cut down costs. Jabra BIZ 1900 series is
also highly cost-efficient.

Product training is another benefit offered by Jabra. According
to Huang Rui, IT Supervisor of Amazon China: “Jabra
BIZ 1900 headsets are comfortable to wear and have good
audio quality. This cost-efficient solution can fulfill the
needs of call agents. Trainings by Jabra provide guidance
on proper use of headsets, which has become an important
part of introductory training course for newcomers to
Amazon China.”

PROFILE
Amazon owns a leading operations network widely recognized
in the industry. It is the China operation of Amazon - the world’s
leading e-commerce company. Amazon China is highly customercentric
and determined to provide the best online shopping
experience to its customers.
BUSINESS CHALLENGE
Amazon China is committed to providing a 24-hour hotline service
throughout the year. Since the call agents are constantly on the
phone, the comfort and audio quality of their headsets are of
prime importance. The durability and price of the headset solution
also featured high in their list of considerations.
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